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Casino Dukes - Coming up to 3 weeks and still no payment

Complaint Info
Disputed casino Casino Dukes
Reason Delayed payment
Amount £ 276
AlwaysSomething United Kingdom Message
Posted on September 21, 2016

I am absolutely disgusted with the treatment I have received from CasinoDukes.

I have been a member of quite a few casinos in the past so I always go on live chat before registering just to make sure I haven't previously registered to the site (or a sister site before). The person I spoke to was helpful and informed me they don't have a sister site and I haven't registered with them before so on the 3rd of September I registered. Looking back on this, I hugely regret it.

I deposited £100 on the 3rd September and had some nice luck, which lead me to getting my balance up to £275.17.

I requested the withdrawal and waited for the usual “We need documents” email, which is standard stuff for all online casinos.

This came at 9:50pm on the same day. It stated the following...

“In order to make this as convenient as possible for you, Casino Dukes will accept either a fax or an email with these documents (as long as they are clearly legible). The email address above is a non reply email address. Please Do Not Reply to this email but rather forward all email correspondence to suppor­[email protected]­asi­nod­uke­”

I happily sent them my passport, scans of my bank card and a utility bill to suppor­[email protected]­asi­nod­uke­ as stated on the email.

2 days later, I received no confirmation that my documents had been received so I went on Live chat and asked. The person I spoke to told me they didn't receive no documents. I was asked to send them again, which I did. They still didn't receive them. I asked them to confirm what the email address is.... It was suppor­[email protected]­asi­nod­uke­s.C­O.UK.

At this point I was a little bit concerned that they couldn't even get their own email address correct, but I sent my documents to the correct email address and waited. I received no email back so I contacted them again.

I received an email from Kate confirming they have now received the documents but...

“We are able to accept your Utility Bill, the front copy of your Drivers Licence and the front copy of your card.

Please cover the middle 8 digits of the back of your card and resend it. We didn't receive the front copy of your Drivers Licence.”

I found this a bit confusing as I sent everything. But I resent the front of my drivers licence again and the back of my card and a Authorisation Deposit Report which they needed too. Here is my reply...

“Hello Kate,

I'm glad you recieved my documents. Might be worth checking the original email you sent as it definitely says the email ends in a .com, not to worry though, glad you got them finally.

Here is the Authorisation Deposit Report, the back of my drivers licence and the back of my card, with the 8 numbers blocked.

I hope this is enough to process my withdrawal.

Many thanks,


I didn't receive a reply so I emailed asking if they received the documents they requested, to which Kate replied...

Hi there Lee,

Thank you for sending us your documentation.

Please note that the Finance team has been able to confirm that they still need the following documents from you.

*Copy of the front of your Drivers license
* A recent utility bill containing your address information which is not older that 3 months old.

Please send the above mentioned documents to the following e-mail address which is as follows: suppor­[email protected]­asi­nod­uke­

Thank you for your patience and understanding on the matter and we hope top hear from you soon.

Kind regards,

Kate Owen

So in the email before Kate said...

“We are able to accept your Utility Bill, the front copy of your Drivers Licence and the front copy of your card.”

But now she says...

“Please note that the Finance team has been able to confirm that they still need the following documents from you.

*Copy of the front of your Drivers license
* A recent utility bill containing your address information which is not older that 3 months old”

At this point I am becoming a bit frustrated, it's now the 6th September, 3 days after I requested my withdrawal.

I sent these yet again, but no reply. So I emailed again asking to confirm they recived them. The day after Kate emails me

“Hi there Lee,

Thank you for sending us your documentation.

Lee we have received the documents and also saved the documents and passed them over to the finance team to review.

We have also been advised that all reqwuested documents have been saved and also stored for safe keeping as well.
We thank you for your patience and understandint on the matter and we will be in touch with you with feedback once the withdrawal hjas been processed to your preferred method of payment as well.

Please feel free to contact us if you need any further assistance at all

Kind regards,

Kate Owen”

(I copied and pasted that straight from the email and all those spelling mistakes and typos are what I had emailed too me...)

I received an email on the 7th Stating...

Dear Lee,

It gives us great pleasure to confirm that your winnings have been paid to your account.
Well done and congratulations on behalf of the entire Casino Dukes team.
Herewith the payment details for your records and convenience:
Amount Paid: 255.17 GBP
Date Paid: 09-07-16
Method: WireTransfer

Payment will arrive in 5-7 business days
Please enjoy with our compliments, and we hope your next win with us in just around the corner!
Casino Dukes Finance

Great I thought...

Little did I know, this wasn't even close to the end.

On the 13th September I still hadn't received my winnings, so I went on Live chat and was told it can take up to 7 working days.

I then received a message from CasinoDukes saying that their financial team and informed them that the wire transfer had failed.

They told me they could withdraw it onto my card, but for this to happen i'd need to deposit ANOTHER £20 as they'd need to route the card. I was confused by this as it was the same card i'd used for the initial deposit but I done it anyway as Jack on live chat told me 100% the withdrawal would be successful if I deposited it.

It then gave me an option to withdraw to my card in my account (which wasn't there before) and I done this.

I then got an email saying....

“Dear Lee,
Your Casino Dukes sign-in is: mrleel­ee1­@ho­tma­il.c­
You have served the Kingdom well and brought honour to your name. The spoils of war are yours to claim. We are honoured to advise your request for a withdrawal of £276.00 has been received, and shall be processed.
In order to comply with international anti-money laundering regulation, you are required to submit the following documentation.
1. Drivers License
2. Front and Back copies of your credit card (Please remember to sign the back of your Credit Card). Ensure that the centre 8 digits on the front of the card are blocked as well as the 3 digit CVV number on the reverse. If these details are not hidden, we can not accept your card copies)
3. Copy of a recent utilities bill (such as a telephone or electricity bill, remember that the utility bill you send through to us must not be older than 6 months)
4. Completed and signed copy of the Authorised Deposit Report, which is sent in a separate email. Should you not receive this, please contact our Customer Support Desk to have this emailed to you.
In order to make this as convenient as possible for you, Casino Dukes will accept either a fax or an email with these documents (as long as they are clearly legible). The email address above is a non reply email address. Please Do Not Reply to this email but rather forward all email correspondence to suppor­[email protected]­asi­nod­uke­
Please remember, that you may view a summary of all your financial transactions on your account at the "CASHIER" facility. This can be accessed by clicking on the “CASHIER” link on the main casino screen.
Your faithful servant,
The Duke
Casino Dukes
"Your legend is born at Casino Dukes"
It’s time to get medieval as you begin your adventure with Casino Dukes. There are hordes of treasures waiting to be claimed as you journey with the Duke from rags to riches! Simply add suppor­[email protected]­asi­nod­uke­ and casino­@ca­sin­odu­ to your address book/safe senders list to ensure that you can stay on top of all our news, promotions and any affiliated sites that may be launched.
suppor­[email protected]­asi­nod­uke­
UK Toll Free Telephone: (0)8082389827
UK Toll Free Fax: (0)8006525104”

Note, even that I told them they put the wrong email address in their original email they are STILL telling people their email address is suppor­[email protected]­asi­nod­uke­s.COM, not

At this point i'm annoyed as I already sent all that stuff, I went back on Live chat and was told to ignore the email and I don't need to send documents for at least 6 months.

I'm happy that at this point I believe it's all coming to an end. As no casino in the past has managed to mess up a payment straight to my card... I was wrong

2 days pass (we're at the 15th September now, 12 days after I first requested a withdrawal) and still no payment in my bank. I randomly go on my Casinodukes account and look at the transactions and it stated “FAILED” on my withdrawal.

Again, I email and receive this reply from Kate...

Hi there Lee,

We have researched as far as we can and it seems your bank is disallowing the transfer to you, both by wire and by card payment. In order to contact your bank and get a proper reasoning for the rejection, and correct the issue, it can take up to 2 weeks to resolve.

We do have an alternative solution to that though, we can send the withdrawal through to a NETeller account and it will be paid today and you will receive yuor funds, into that NETeller account within the next 24 hours.

Should you opt for this method, kindly forward me your NETeller information: Your NETeller ID or your NETeller Email address. We know these sometimes differ and we would not like to assume your mrleel­ee1­@ho­tma­il.c­ email address is the NETeller email address as well.

Once we have received this information, we will go ahead and process that withdrawal compeltely and yuor funds will be available shortly.

I look forward to hearing from you.

Kind regards,

Kate Owen

So apparently according to CasinoDukes my bank is rejecting the payment. This has NEVER happened with any casino and I have received international payments before. I am pretty frustrated by this point so I ask what I can do.

I either wait 2 weeks for them to find out why it got rejected or I get a Neteller account. I am not able to get a Neteller account but my partner has one. I request the payment be made to her account. They tell me they can't do this as the account is in someone else's name.

I tell them I will register for a Skril account which I do. Great they tell me, they'll be able to make payment to that account. I just need to make ANOTHER payment, so they can again register it on my account.

Here is the email...

Dear Lee,
Thank you so very much for creating the Skrill account! We are definitely closer to a resolution to this matter.

We have one last issue though, as per the UKGC we can only pay out funds to a method that the player (yourself) has used to make a deposit.
Please can you make a £20 deposit using your skrill account. This will ensure your withdrawal to Skrill. Please note, we too will pay the £20 deposit you have made from Skrill, back to your Skrill account with the £276.
Once we have received this payment, your withdrawal will be paid, and you with receive your withdrawal immediately!

Kindly let us know the moment you have done that so we can pay you!

Kind regards,

Kate Owen

I go on my Skril account, add £23 (I thought i'd add more because nothing has been simple with this casino and by this point I fully expected them to say I had to add more. I try to make a deposit via my account in CasinoDukes. I get a message saying

“Balance payments are not allowed to this merchant”

I try this another 10 times throughout the day and each time it says the same. So now I have £23 in my Skrill account and no way of sending it to CasinoDukes.

I am on the verge of contacting the gambling commission at this point and putting a formal complaint against them. I tell Kate this on Live chat and she said they just need another 24 hours. I am guaranteed at this point by Kate that the payment will be sent to me a lot quicker than 24 hours but they just need 24 hours to get it sorted. I really question this as I knew it would be Friday the day after and I actually said to her what would happen if it didn't get paid, i'd have to wait the weekend and it would drag into next week. I agreed to wait 24 hours before filing a complaint. Kate told me she would email me when it's all been sorted.

The day after (Friday 16th September) I hear absolutely nothing from Kate. I go on Live chat and am told they just need my IBAN number. I give them this and get told it will take 3-5 days for the money to reach my bank.

It's now Tuesday 20th September. Payment still hasn't reached my bank and i'm not surprised at all. It's been 17 days since I requested my first withdrawal and i've had nothing by lies and dishonesty from CasinoDukes.

I am putting this on here in hope that someone from CasinoDukes will see all the hassle they have caused me and finally give me my £276.

If I haven't received my withdrawal by Saturday 24th September (3 whole weeks after my first withdrawal request and 3 weeks of constant emails and time on Live chat with you) I will be sending this to the gambling commission (something I stated a number of times that I didn't want to have to do) and see what they have to say about this.

AlwaysSomething United Kingdom Message
Posted on September 21, 2016

Just a follow up to this...

I have now received my winnings. It was meant to be £276 but for some reason it was £223.95. I asked about this on Live chat and apparently it was a international banking fee from my bank.

It doesn't surprise me in the slightest that even though I finally have my money something still went wrong.

I have now closed and self excluded myself from this site. I strongly urge anyone who's tempted to sign up to read through my post and think again.

Awful customer service from start to finish, honestly wish I never bothered!

Posted on September 21, 2016

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Casino Dukes Complaints

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